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- Tasks: Lead and motivate a dynamic sales team to achieve performance targets.
- Company: Join Edward Mellor Estate Agents, a leading name in the property market.
- Benefits: Competitive salary with OTE £40k+, staff discounts, and 30 days holiday.
- Why this job: Make a real impact by enhancing customer experiences and developing your team.
- Qualifications: Experience in call centres, coaching, and strong communication skills required.
- Other info: Fast-paced environment with opportunities for career growth and development.
The predicted salary is between 28800 - 42000 £ per year.
Be among the first 25 applicants
Direct message the job poster from Edward Mellor Estate Agents
Our customers now have a greater choice of estate agents than ever before, yet their choice of estate agent has never been more important.
If you’ve an experienced phone engagement background, you’ll understand the difficulties faced in your role and finding the right balance between dealing with the volume of traffic and the quality of conversation to ensure the best outcome for the customer.
You will have experience of working in a fast-paced environment, where good call handling is crucial to customer experience. Previous experience of working in a call centre environment is highly advantageous or experience in coaching and mentoring staff.
Based at our head office in Stockport working Monday to Friday and, forms part of our exciting specialist teams, working both centrally and across our branch network.
Key Responsibilities
- Lead, coach, and motivate specific members of our sales team, to achieve individual and team performance targets.
- Conduct regularcall listening sessionsand provide structured feedback to improve communication, negotiation, and sales skills.
- Monitorcall volumes and incoming call traffic, ensuring are being productive during their working day.
- Review and analyse performance metrics, ensuring KPIs and service levels are consistently met.
- Verify conversations are reflected within our CRM.
- Deliver ongoing, coaching, and performance reviews to support team development.
- Identify areas for improvement and implement action plans to enhance customer experience and conversion rates.
- Ensure compliance with company policies, industry regulations, and data protection standards.
- Prepare reports and updates for senior management on team performance, call activity, trends, and development needs.
- Support onboarding, and training of new staff members as required.
Skills & Experience Required
- A background in performance management, coaching, and staff development.
- Excellent communication, motivational, and interpersonal skills.
- Analytical mindset with the ability to interpret performance data and act decisively.
- Full UKclean driving licence with a car/access to a car for business use is essentialdriving licence and willingness to travel regularly to our branch locations
- Hours of work are from 9am-5:30pm Monday to Thursday, 9am-5pm Friday, managing Saturday shift patterns.
- Team Management within a busy contact centre environment, with a team of inbound and outbound customer service advisers.
- Ensure the team’s calls and back office processes are handled to the required qualities, by analysing calls both remotely and side by side, providing ongoing feedback.
- Strong planning and organisational skills with detailed day to day resource planning for the team.
- Regularly reviews in monitoring live call statistics to ensure that service levels are achieved on a consistent basis and delivery of the customer experience.
- Achieve targets relating to queue management, lead qualification, lead conversion and the Estates sales performance.
- Excellent verbal and written communication skills with a proven ability to listen, understand and inspire.
- Proven ability to build, develop and maintain good relationships delivering best in class customer service to both external and internal stakeholders.
In return we offer
- A competitive salary, OTE £40k+ based on experienced and knowledge
- Mon to Thurs 9am – 5:30pm Friday 9am – 5:00pm
- Staff discounts on our services
- Company Pension after qualifying period
- 30 days holiday including Bank Holidays.
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Call Centre Team Leader employer: Edward Mellor Estate Agents
Contact Detail:
Edward Mellor Estate Agents Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Team Leader
✨Tip Number 1
Get your game face on and be proactive! Don’t just sit back and wait for job offers to roll in. Reach out directly to the job poster, like Edward Mellor Estate Agents, and show them you’re keen. A quick message can make you stand out from the crowd!
✨Tip Number 2
Network like a pro! Connect with people in the industry, attend events, or join online forums. The more connections you make, the better your chances of hearing about opportunities before they even hit the job boards.
✨Tip Number 3
Prepare for those interviews! Research the company, understand their values, and think about how your experience aligns with their needs. Practise common interview questions and have some examples ready that showcase your skills in coaching and team management.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you ace your application and get noticed. Plus, it’s a great way to ensure your application lands right where it needs to be.
We think you need these skills to ace Call Centre Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Call Centre Team Leader role. Highlight your experience in coaching, mentoring, and performance management, as these are key aspects of the job. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Share specific examples of how you've led teams or improved customer experiences in previous roles. We love a good story!
Show Off Your Communication Skills: Since this role is all about communication, make sure your application reflects your verbal and written skills. Keep your language clear and engaging, and don’t forget to proofread for any typos. We appreciate attention to detail!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Edward Mellor Estate Agents
✨Know Your Stuff
Before the interview, make sure you understand the role of a Call Centre Team Leader inside out. Familiarise yourself with the key responsibilities and think about how your past experiences align with them. This will help you answer questions confidently and show that you're the right fit.
✨Showcase Your Coaching Skills
Since coaching and mentoring are crucial for this role, prepare examples of how you've successfully developed team members in the past. Be ready to discuss specific situations where your guidance led to improved performance or customer satisfaction.
✨Be Data Savvy
The job requires an analytical mindset, so brush up on your ability to interpret performance metrics. Think of instances where you've used data to drive decisions or improve processes, and be prepared to share these insights during the interview.
✨Engage with Enthusiasm
During the interview, demonstrate your passion for customer service and team management. Use positive language and express your excitement about the opportunity to lead a team. Remember, enthusiasm can be contagious and might just set you apart from other candidates!
